Platform approach to customer service could deliver benefits promised by CRM

CHESSINGTON, ENGLAND: UK-headquartered Service Management company Sunrise Software has published a paper detailing how taking a platform approach to customer service can deliver the benefits previously promised by CRM systems.

In the paper, drafted by Neil Penny, Product Director at Sunrise Software, he explains how using one system to manage all manner of operational and support processes can provide a myriad of business benefits. The paper includes references to several award-winning Sunrise customers that have achieved major business growth by taking the platform approach.

Neil Penny comments: "Many organisations are now on their second or third generation of service management software and are looking to see what added value they can derive. Modern Service Desk platforms are capable of managing all manner of operational and support processes and it is a natural progression to roll out the system across departments. We are seeing a marked increase in the demand for this type of requirement reflected in the ITTs and RFPs we receive."